Transforming customer experience in a large-scale not-for-profit takes both empathy and operational precision, especially when services support people at moments of vulnerability. At Uniting NSW.ACT, that transformation is being accelerated by embedding service design capability and three practical shifts: Uniting NSW.ACT is one of Australia’s largest and most prominent not-for-profit community service organisations. With a …
Last week, the vineyards of the Hunter Valley served as the backdrop for the 13th annual Customer 360 Symposium. Bringing together over 150 of the region’s most influential CX and customer insights leaders. If you missed the morning mists and the deep-dive sessions, here is the essential roundup of what shaped the conversations this year. …
Today, a single bad experience can undo a hard-won customer relationship. Customers move quickly, compare constantly, and switch brands with less hesitation than ever. Yet many customer experience strategies are still built around delayed reactions. Friction is identified only after it has already cost conversion or trust, whether through abandoned carts, negative reviews, or spikes …
Artificial intelligence hasn’t just improved the customer journey. It has compressed it, fragmented it, and partially handed control to algorithms. Yet while investment surges, results lag. MIT research found that 95% of generative AI pilots have failed to deliver measurable P&L impact. At the same time, Zendesk reports that 83% of consumers believe customer experience …
In the digital economy, customer experience has evolved from a competitive differentiator into a strategic imperative. Boardrooms no longer debate whether CX matters, but how every investment – from product design to cybersecurity – reshapes the customer journey. CX is no longer just a differentiator but the foundation of long-term success. That foundation, however, is …
When faced with the critical task of making policy or departmental decisions based on citizen or employee feedback, the default for many government agencies has been to call in the consultants. For decades, the path of least resistance has led to outsourcing the entire process – from data collection to analysis – to external professional …
The Australian small and medium business (SMB) sector is entering 2026 facing a paradox. While business owners report high levels of confidence and gold-standard performance, their customers are signaling a different reality. According to the newly released Thryv 2025 Business Index and Consumer Report, a widening “Experience Gap” has emerged. For the modern entrepreneur, simply …
Organisations have been told that AI is the key to unlocking unparalleled customer experiences. Yet, as we move toward 2026, a significant gap remains between the promise of AI and the reality for consumers. Many businesses are investing heavily in AI, but those investments largely sit behind the scenes, optimising internal processes rather than delivering …
Switching suppliers is becoming less painful and that means local players will need to lift their game and fast. Get them in young and you’ll keep them forever. This has been the prevailing marketing philosophy in the financial services sector for decades and it’s informed the way institutions have engaged with their customers and delivered …
In 2026, customer experience is defined by how well a brand supports a customer the moment they lose confidence, hesitate, or feel overloaded. The best brands don’t drown people in touchpoints. They pay attention to their individual behaviour and use a blend of AI and human engagement to step in when it matters. Loyalty follows …
Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
